RETURNS & REFUNDS POLICY

Last updated: 04/05/2026

1. Your Right to Cancel

If you are a consumer, you have the legal right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days after the day you receive your goods.

2. How to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement:

Email: sales@horsebits.co.uk 
Address: SM Retail Online Ltd, Lambda Court, Haynall Lane, Little Hereford, Ludlow, Herefordshire, SY8 4BG

3. Returning Goods

You must return the goods within 14 days of informing us of cancellation

  • You are responsible for return postage costs unless the goods are faulty
  • We recommend using a tracked delivery service

4. Condition of Returned Goods

You may handle goods only as necessary to establish their nature, characteristics, and functionality (as you would in a shop).

We may reduce your refund if the value of the goods has been diminished due to handling beyond this.

5. Hygiene-Sensitive Equestrian Products

Some products (including bits and items that come into contact with a horse’s mouth) are considered hygiene-sensitive.

You may inspect these items, however:

  • Items that show signs of use, wear, or contamination may have a reduced refund
  • Items returned in a condition that cannot be resold may not be eligible for a full refund

Where items are sealed for hygiene reasons, your right to cancel may be lost if the seal is broken after delivery.

  • This does not affect your rights if goods are faulty or not as described.

6. Refunds

If you cancel your order, we will refund:

  • The cost of the goods
  • The cost of standard delivery (if applicable)
  • We may deduct from your refund for any loss in value caused by unnecessary handling.

Refunds will be processed within 14 days of receiving the returned goods.

7. Faulty or Misdescribed Goods

You have a legal right to goods that are:

  • Of satisfactory quality
  • Fit for purpose
  • As described

If goods are faulty, you are entitled to:

  • A full refund within 30 days, or
  • A repair or replacement thereafter

We will cover reasonable return costs for faulty items.

8. Exchanges

We do not offer direct exchanges. If you require a different item, please return the original item and place a new order.

9. Business Customers

This Returns Policy applies to consumers only.

Business customers don't have statutory cancellation rights, and we accept returns at our discretion.

10. Contact

For any returns or refund queries, please contact:

SM Retail Online Ltd (t/a Saddlemasters)
Lambda Court, Haynall Lane
Little Hereford
Ludlow
Herefordshire
SY8 4BG
Email: sales@horsebits.co.uk